Technical Support Lead

Supportworks is building technical support around SolutionView Tablet and the systems that connect to it, including integrations and APIs. In this hands-on Technical Support Lead role, you will own complex issues end to end, lead a small support team, and help create the documentation, training, and escalation quality that make support scale without losing customer experience.

What you’ll do

• Take ownership of complex technical issues from start to resolution, including application behavior, configuration, integrations, APIs, authentication, and data or CRM sync for the SolutionView Tablet app.
• Coach a small support team to troubleshoot in a systematic way and gradually handle more advanced issues independently.
• Set expectations for ticket quality, communication, and follow-up while keeping day-to-day operations healthy, including response times, aging tickets, and overall volume.
• Own the escalation path to Development by ensuring issues are clearly documented, researched, and reproducible before they are handed off.
• Build and maintain a knowledge base with troubleshooting guides, FAQs, and training materials to prevent repeat work.
• Identify patterns across tickets and work with Support, Product, and training stakeholders to drive improvements where changes can be made.
• Keep dealers informed and supported throughout the resolution process, including when immediate answers are not available.
• Prepare the team for product releases and changes so dealer support is confident from day one.
• Contribute to hiring, onboarding, and team growth as support volume increases.

What you bring

• 3+ years in technical or SaaS support, including experience resolving complex issues involving integrations, APIs, authentication, configuration, and diagnosing software defects.
• Exceptional troubleshooting and problem-solving ability, plus the capability to explain reasoning and teach a systematic approach to others.
• Experience mentoring or leading a support team, with the judgment to decide when to step in personally versus coaching someone through it.
• Strong communication skills, especially writing and documenting issues clearly for technical documents developers can use, while also communicating effectively with dealers.
• Comfort working across Support, Product, and Development.
• A strong sense of ownership, including following issues through to completion, communicating clearly when situations are messy, and preventing problems from stalling out quietly.
• Curiosity and learning agility, including the willingness to dig into unfamiliar systems, ask strong questions, and figure out how components work together.

Technologies

• APIs
• Authentication

Nice to have

• Experience supporting a mobile or tablet or field-sales product.
• Experience building and improving the processes, tools, and structure that help a support function scale.
• Familiarity with reading logs, tracing API and integration issues, and producing clear reproduction steps developers can act on.

Location: Omaha, NE (onsite). Experience level: 3+ years.

This role focuses on building support from the ground up, shaping how the team operates, and providing real input into improvements for both the product and the customer experience.